如何回应Google评论：最终指南

Google是世界的most popular search engine.

When your potential customers take to this huge source of information to start researching products and services, business listings appear — along with recent customer reviews with starred ratings and comments.

一种s BrightLocal found that79%of consumers trust online reviews as much as personal recommendations, suffice it to say that the reviews on yourGoogle My Businessprofile can have a big impact on you finding new customers.Google themselves have disclosed响应评论（好坏）会增加您的评分。

In this post, discover the importance of responding to Google reviews, and learn how to respond to the ones you receive from customers — both positive and negative.

Featured Resource:20 Free Review Response Templates

Responding to reviews can be time-consuming, difficult, and flat-out awkward. To save time,use these 20 review response templatesto inspire your own response.

Once you've created your template, follow these steps to get started.

Before starting, it would be wise to set up谷歌我的生意notifications, so anytime a new customer review is posted, you receive a notification. Below we'll outline the steps to responding to Google Reviews on both mobile and desktop.

How to Reply to Google Reviews from a Desktop

1. Sign in to Google My Business by going tobusiness.google.com. Then, click on the three horizontal bars in the top left-hand corner and click "All Locations." If you have multiple locations, click on the one you'd like to manage, then, press "Manage reviews."
2. 当您找到要参与的评论时，单击“查看和回复”。
3. Once you click on "View and reply," a message box will open for you to write your response.
   

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How to Respond to Google Reviews From a Mobile Device:

1. On your mobile device, open the Google My Business app.
2. Click on the horizontal bars (the menu icon).
3. Click "Respond Now" to reply to the customer that left a review.

Manage Google Reviews

Depending on your individual business needs, the way you choose to manage your Google Reviews may be different. For example, some businesses may make it a priority to respond to every single review they get, while others focus on reviews that contain specific elements, like a complaint or request.

Regardless of your strategy, consistent management of your Google Reviews looks as follows:

• 制定特定于业务的计划，以根据您的个人业务需求来响应评论。
• Constant monitoring of your Google My Business account.
• Reading all reviews as they come in, both positive and negative.
• Deleting fake reviewswhen you come upon them.
• Responding to reviews when they come in.

When you actually begin responding, you'll likely find that you receive both positive and negative reviews from customers. Each type of review requires a specific type of response in order to ensure customer satisfaction and to prevent potential churn.

在接下来的部分中，我们将讨论您如何应对负面和积极的Google评论，并提供对每种类型的响应的示例。

许多公司和企业主担心会对负面评论做出回应，因为这是数字对抗。但是，不良评论不应引起焦虑。相反，它们应该是改善您的品牌和客户服务的时刻。毕竟，研究表明客户是1.7x more likelyto visit your business if your company responds to negative reviews.

So, how should you respond to them?

1. Assess and evaluate the feedback internally first.

您最好评估情况，而不是立即回应不良的审查。客户在网上拥有大量的力量，如果您对负面评论做出反应，而无需思考，您将为您的愤怒的客户加油。

一种negative response to a negative review will cost you customers. As73%of consumers only look at the reviews from the last month, it is vital to respond in a positive way. Do not get emotional when it's your turn to respond to a bad review — have a logical procedure in place before clicking "reply." Take the rest of the day to contemplate your response, but don't take too long. BrightLocal claims that 20% of those who leave negative reviews expect an answer within 24 hours.

2.从审核响应模板中工作。

It's easy to respond to a negative review with frustration and defensiveness. This solution can easily backfire, frustrate customers, and tarnish your reputation online. It's best to work off ofa negative review response templateto help mellow out any animosity you might be feeling and respond kindly and appropriately.

3. Publicly respond to the review.

This means, don't hide and privately reach out to your customer, but respond to them on the platform that they posted the review (privately responding alongside a public response is good as well). Whether they left you a bad review on Capterra or Google, do not avoid digital conversation. Responding publicly to bad reviews shows your customers and potential customers that you care and are attentive.

您为什么要关心您的专心？因为它会导致业务增加。一种学习conducted by Cornell University revealed that responding to negative hotel reviews "appears positively related to the consumer's view of the hotel, as measured by increases in the TripAdvisor score."

4. Work towards a 1:1 conversation.

Your first response to a negative review should always be made on Google. However, Google Reviews isn't always the best place to host a customer service conversation. It's not a real-time communication channel nor is it a 1:1 interaction with the customer. Other people can like their comments and write additional reviews supporting or adding context to the first customer's experience.

If you know a negative review is going to take some time to reconcile, then you should work towards a 1:1 conversation with the customer. That doesn't mean you're trying to hide the problem or save face online, but rather, your priority is to meetcustomer's needsand that means communicating with them on the best channels available. Google Reviews did its job by highlighting the poor experience for your business. Now it's time to rely on your trusted customer support channels like phone, live chat, and email, to solve the problem.

5. Be transparent about mistakes.

No business is perfect, and as your客户群grows, your team is bound to make mistakes. After all, customers often have conflicting needs that make it impossible to satisfy everyone. It's how you respond to these mistakes, though, that determines how customers perceive your brand.

Being transparent is the best course to take when responding to a negative review.In fact, research shows that over90%的美国人说品牌透明度是一个文件夹内t factor when making purchasing decisions.Customers know your team isn't going to be perfect, but they expect you to take responsibility for your mistakes when they occur. This builds customer rapport and leads to long-term, loyal advocates.

6. Ask questions when details aren't clear.

Customers don't get paid to write reviews and some will focus more on submitting a negative score then explaining their problem with your company. You might come across a vague review like this one where it's hard to determine the customer's problem.

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With this review of a coffee shop, we don’t know what about the experience was dissatisfying. It’s hard to tell whether it was an issue with the coffee, service, or the actual store.

If we want to effectively respond to this review, we need to ask questions and get more information from the customer. This will start a healthy dialogue that will help us diagnose the customer's roadblock. Once we know the problem, we can provide a solution.

7. Empathize and offer solutions.

If you just spend your time writing a fluffy response back to the customer apologizing for their experience and you've really taken the time to not be impulsive, but did not provide some sort of solution or actionable items to mitigate the issue, then you haven't properly responded to a negative review. Make sure to offer to make it right by providing some sort of solution.

8. Provide an incentive if necessary.

Some customers just write negative reviews to blow off steam and have no intention of returning for your response. In these cases, you can recapture their attention by offering incentives that reinforce the sincerity of your response.

While you don't want to do this with every bad review, you can usecustomer lifetime value确定某人是否应该获得激励措施。例如，如果客户不花很多钱，并且不断写不良评论，那么他们可能不是一个"good fit"for your business. If you keep offering them a discount every time they complain, you'll end up losing money on this customer when you could have been using that discount to acquire or retain a customer with a higher lifetime value.

9. Sign your name at the end of your response.

这是一个很长一段路的小细节。在每个答复后签名您的名字，向客户表明您是一个真实的人。而且，客户不仅在与人类代理商合作时会更好，而且他们也更快乐，因为它表明您的公司已投资于他们的审查。bob全站app

10.请求更新以进行评论。

It's important to remember that customer reviews are the start of a larger conversation. The customer's perception of your brand isn't stagnant and can change as they continue to interact with your company.

Once you send your initial response, be prepared to have an in-depth conversation with the customer. Talk to them about their experience and try to pinpoint exactly where your company fell short of their expectations.

If you feel like the customer is satisfied with your team's response, ask them if they'd be willing to update their review. Since you've just changed their perspective, it's the perfect time to ask them to edit their original feedback. Remember, that review is still public and future leads may not read the whole thread and see the positive outcome. Updating the original review is the best way to prevent you from gaining a negative reputation online.

无论是提供您的联系信息并跟进客户离线，您都应表现出同理心和努力来解决投诉。

负面评论回复的示例

Here are ideas for responding to negative reviews as a business owner.

1. Business/Agency Negative Review Response Example

如果你的公司产生bob全站app经常性收入,subscription or contract-based relationships, it's imperative that you respond to negative reviews. It can help you win back unhappy customers, and it can prevent other potential customers from reading them online -- and passing on you. If a current or former customer trashes you online, here's an example of how you could reply.

业务/代理商负面审查回应

Dear [Customer name],

Thank you for writing a review, I sincerely appreciate you bringing this issue to my attention.

I'm sorry to hear you had such a frustrating experience trying to get in touch with our customer service team, that's not what we like to hear. We've listed our available hours more clearly on our“联系我们”页面and on social media, and if you ever need assistance at another time, you can consult our knowledge base and FAQ page in the interim, and we'll reach back out to you first thing the next business day.

Your business means a lot to us, so if you ever have additional feedback, please don't hesitate to email me atjdoe@company.com.

Thank you,

John Doe, Director of Customer Support.

2. Retail/One-Off Purchase Negative Review Response Example

Negative reviews are important for retail stores or restaurants to reply to as well — especially negative Google reviews. You see, if you search on Google for the location of a store, or for "restaurants near me," Google pulls up Google Customer Reviews alongside contact information, hours, and directions. Here's an example of how to respond to a negative review:

零售/一次性购买负面评论回复

Dear [Customer name],

Thank you for taking the time to write a review, I appreciate your feedback, and I'm sorry to hear you had a bad experience visiting our restaurant last week.

On behalf of myself and everyone I work with, we take customer reviews seriously, and hearing that our salmon dinner was overcooked is never what we want to hear. I've shared your review with the chef, and we would love for you to come back in for dinner on the house so we can apologize in person and get it right. If you're interested in coming in again, please contact me atjdoe@restaurant.comto set it up.

I appreciate your patronage and hope to see you again soon!

Sincerely,
John Doe, Restaurant Owner.

3. Ecommerce Experience Negative Review Response Example

如果您的业务提供电子商务，客户将把评论集中在您的网站质量上。由于大多数customer touchpointswill take place on your webpages, you should be prepared to respond to feedback regarding user experience. If possible, try to include troubleshooting steps that can help the customer resolve their issue.

Here's an example of one situation that could occur.

Ecommerce Experience Negative Review Response

Hey Dan,

Thanks for notifying us about this performance issue. It looks like there's an issue with image sizing on this page which is why the content doesn't seem to be loading for you. If possible, I'd recommend testing a different browser type to see if that performs better on your device. If not, feel free to contact our support team at [Insert Contact Info] and we'd be more than happy to assist.

Looking forward to your response!

Thanks,

John Doe, From Customer Support

How To Respond To Positive Reviews

1. Respond quickly.
2. Use customer names in your responses.
3. Express your gratitude.
4. Provide additional value.
5. Encourage customers to advocate for you.
6. Use a friendly sign-off.
7. 记录他们的反馈。

回应良好的评论要比与您对公司有多糟糕的愤怒客户打交道要简单得多。bob全站app许多企业主将注意力集中在需要控制损害时，仅在响应评论上。这是有道理的 - 积极的评论像野火一样频繁传播一次？那么，为什么要让您的团队回应良好的评论呢？

Because good reviews can create raving fans and that can compound into new business. Here's how you should respond to positive reviews:

1.快速回应。

Even if a customer gives you a positive review, you shouldn't sit back and relax. Instead, you should reinforce their delight by responding to their message quickly. This shows that you're invested in customer feedback and are grateful for their review.

一种dditionally, if you can respond fast enough, you may be able to start a live conversation with the customer. There, you can obtain even more feedback by asking them about specific features, notable experiences, or minor points of friction. Not only will this provide you with valuable information, but it may also yield more positive feedback for your company.

2. Use customer names in your responses.

First and foremost, always greet a customer by their name, not some generic "hey there" or else it's not genuine (unless the name they leave is clearly fake like abc123). People's attention is activated when hearing their own names. In a study done by Dennis P.Carmody and Michael Lewis onBrain activation when hearing one's own and others' names,research showed that "hearing one's own name has unique brain functioning activation specific to one's own name."

3.表达您的感激之情。

You cannot expect appreciation if you don't show any yourself. Expressing gratitude to a customer that left you a good review demonstrates that you don't just pay attention to the "squeaky wheel," but to the customer that doesn't give you a headache (which is surprisingly often overlooked).

4. Provide additional value.

So you think a simple thank you will get the job done? Maybe, but what is different about your brand than any other one responding to a good review? Providing additional value means you can share content with the customer that they can...well...get value out of! If your customer left a good review about how much they love the new feature in the app, offer to let them be beta testers on upcoming features — think outside the box!

5. Encourage customers to advocate for you.

积极的评论为将快乐的客户变成忠实拥护者提供了机会。在回应评论时，请询问客户是否愿意与他人分享他们的评论。或者，询问他们是否可以将其评论发布到公司的社交媒体页面。bob全站app与您的追随者分享他们的故事是一个很好的营销工具customer acquisition.

6.使用友好的签名。

Before you conclude the interaction, be sure to end things on a positive note. Sign your name to personalize the message and use an enthusiastic, uplifting tone. After all, you should be thrilled that the customer posted a positive review for the world to see.

7. Record all customer feedback.

客户评论（无论是正面还是负面）都是企业的学习机会。您的团队可以从积极的评论中学到与负面评论一样多的知识。而且，如果您想改善业务的客户体验，则记录两种类型很重要。

Negative reviews highlight the immediate problems with your customer experience and what customers think you can do to fix it. Positive feedback tells you what you're doing right and what you should continue doing if you want to retain customers. It's important to keep track of both so you can correct flaws in your customer experience without jeopardizing any features that your customers like most.

Examples ofPositive Review Responses

1. Business/Agency Positive Review Response Example

The question must be asked, what should your response to a positive review look like? Remember, customizing the response to the customers' review is vital.

Let's use the following example: You own a digital advertising agency that focuses on graphic design and social media marketing campaigns for small businesses. One of your customers, Sally, leaves you a positive review that raves about your quick response time to their requests as well as the quality of work that's being delivered by your company.

Here's an example of what a positive Google review response might look like:

Business/Agency Positive Review Response

Dear Sally,

非常感谢您的积极反馈，并抽出宝贵的时间发布此评论。

正是我们的客户使我们能够不断改善开展业务的方式，我们真正为之感到自豪的是您一直在经历的响应时间。我很高兴您对我们为您设计的网站感到满意。

我很想使您的体验更加惊人，您是否建议我们改进？

Thanks for your review, John Doe, Owner.

2.零售/一次性购买正面评论回复示例

Remember, engaging with the customer and actually empathizing and caring for what they have to say will demonstrate that you value their opinion and the rest of the "eyeballs" on the internet reading your response will see that you actually take time to invest in your customers.

What if you own a restaurant and a customer left you a positive review on the white wine salmon dish they ordered? Here's another example:

Retail/One-Off Purchase Positive Review Response

亲爱的约翰，

I'm ecstatic to hear that you love the white wine salmon dinner you ordered at our restaurant.

Many of our customers were requested a wine-based dish and we thought this may be a hit. I'm definitely going to show our chef this review, I'm sure they'd love to know you were pleased with it.

Next time you come in for dinner, ask for me and I will come say hello -- I'll bring the chef too!

再次感谢您，所有者约翰·多伊（John Doe）。

Having your responses simple and thoughtful is all it takes for a customer to talk about you and to their friends the next day. In the example above, you've now incentivized the customer to come again to your restaurant (even if the incentive is non-monetary). Think about it, your customers cared first, they're the ones that took the time to actually write a positive review -- show them you care too by taking the time to respond.

3. Ecommerce Experience Positive Review Response Example

您网站的正面评价非常适合吸引您的域名访问量。毕竟，如果客户正在阅读Google上的评论，那么他们只需访问您的网站即可。他们可能会好奇评论是否准确并想自己找出答案。因此，请确保通过尽可能多的数字渠道共享评论来优化此流量。

Here's one way you can do that.

Ecommerce Experience Positive Review Response

嗨，萨米，

很高兴听到你喜欢我们的网站!If you ever have any questions, feel free to reach out to our support team using the live chat tool. They'll be happy to guide you through any question you may have without having to leave the page.

一种dditionally, since your review was so great, would you mind if we repost it to our social media outlets? Your story is exactly what we're trying to create and would love to show people that we are taking one step closer to achieving our goals.

Looking forward to your response!

Thanks,

John Doe, Customer Support Manager

How to Respond to Google Reviews as an Owner

一种s a business owner, you want to respond to Google reviews in a timely manner. Part of responding to customers' Google reviews is providing them with a resolution -- even if the review is positive.

一种s a business owner, you want to show your engagement with your customers whether or not their Google reviews are positive or negative. Here are three simple strategies on how to respond to positive and negative Google reviews as an owner to best represent your brand:

1. Customize each of your responses.

There's no need to write out an essay type of response, but you should definitely leave a thank you response with something short that is specific to the Google review.

For example, if your customer left a review saying that they love the newly added feature to your website for live chat, your responses can address the customer by name and also mention that your team worked very hard to release this live chat and that you're glad they are happy. This strategy applies to either a positive or negative review.

2. Apologize.

Don't hesitate to apologize or admit fault of your customer experience subpar service.一种s a business owner, apologizingto your customers makes you a human being, and not a business person that only cares about the numbers.

3. Resolve.

Customers also want to know that a negative experience can be resolved somehow. Solving an issue for a customer goes a long way and can actually decrease customer churn: Our research found that if you solve a customer's complaint and resolve the mistake, they will continue doing business with you 96% of the time.

回应Google评论的好处

客户只是一样忠诚的残值they receive from your business. Whether that value is monetary or not, showing customers and potential ones that you care about their feedback and take time out of your busy day to acknowledge their experience goes a long way.

Whether you're dealing with positive or negative reviews, engaging with your customers will pay off for your Google ratings and customer loyalty.

Editor's note: This post was originally published in June 2018 and has been updated for comprehensiveness.